Remote Consumer Insights & Brand Reputation Lead

Volt; Nashville (TN); Remote; USD 60,000 - 70,000; Full time

Job summary

Volt is hiring a Consumer Insights & Reputation Analytics Manager for a well-known music products manufacturer. This is a 100% remote, direct-hire role in the United States.

You will monitor brand conversations, develop listening strategies, and deliver actionable insights to cross-functional teams across Marketing, Customer Service, Product, Sales, and Leadership. The ideal candidate has 4+ years in community management or brand reputation, with experience using Brandwatch, Sprinklr, Meltwater,

Qualifications

• 4+ years in community management, brand reputation, customer experience, consumer engagement, or related field.
• Strong understanding of online communities including Reddit, forums, YouTube, Instagram, Facebook, Discord, and other enthusiast-driven platforms.
• Experience with social listening, sentiment analysis, reputation monitoring, or community management tools.
• Experience with tools such as Brandwatch, Sprinklr, Meltwater, Sprout Social, Talkwalker, or similar platforms.
• Excellent written communication skills with the ability to engage customers in an authentic and professional manner.
• Strong judgment regarding when and how brands should participate in online conversations.
• Ability to identify broader customer trends and transform feedback into actionable insights.
• Experience collaborating with cross-functional teams including Marketing, Customer Service, Product, Sales, and Leadership.
• Strong analytical and problem-solving skills.
• Interest in music, musical instruments, recording technology, or musician communities.

Responsibilities

• Monitor brand conversations and customer sentiment across Reddit, forums, YouTube, Instagram, Facebook, product reviews, retailer websites, and other online communities.
• Develop and implement social listening and brand reputation strategies for the company.
• Identify recurring customer concerns, product issues, misconceptions, and emerging trends before they escape.
• Engage directly with customers and musicians to answer questions, provide support, resolve concerns, and share accurate information.
• Create proactive initiatives to improve brand perception and address persistent or outdated customer perceptions.
• Collaborate with Marketing, Social Media, Customer Service, Product Development, Quality Control, and Sales teams to align messaging and resolve issues.
• Analyze customer feedback and online discussions to deliver actionable insights and recommendations.
• Identify opportunities for employees, artists, product experts, and brand advocates to participate in community conversations.
• Build and maintain relationships with moderators, forum administrators, community leaders, creators, and influencers.
• Assist in developing FAQs, educational content, videos, technical resources, and other customer support materials.
• Track brand sentiment metrics and establish benchmarks to measure changes in customer perception.
• Prepare regular reports on sentiment trends, customer feedback, competitive activity, emerging issues, and engagement opportunities.
• Develop escalation processes for product, customer service, legal, PR, and other high-priority issues.
• Ensure all online interactions remain authentic, transparent, helpful, and aligned with each brand's voice and values.

Skills

Analytical skills

Excellent written communication

Authentic customer engagement

Cross-functional collaboration

Online community judgment

Online communities experience

Tools

Brandwatch

Sprinklr

Meltwater

Sprout Social

Talkwalker

Job description

Volt is hiring a Consumer Insights & Reputation Analytics Manager for a well-known music products manufacturer. This is a 100% remote, direct-hire role in the United States.

You will monitor brand conversations, develop listening strategies, and deliver actionable insights to cross-functional teams across Marketing, Customer Service, Product, Sales, and Leadership. The ideal candidate has 4+ years in community management or brand reputation, with experience using Brandwatch, Sprinklr, Meltwater,